FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value…mehr
FINALIST: Business Book Awards 2019 - Sales and Marketing Category
Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.
A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
Martin Newman based in London, UK, is founder of Customer Service Action and The Customer First Group. Known as the Consumer Champion, he is a force for positive change for both consumers and brands and appears regularly on BBC TV and Radio, Sky, ITV, Channel 5, LBC, The Times, FT and more, to discuss consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors. Amongst his many accolades, Martin has featured in Retail Week's top 50 eTail Power List for five years in a row, has been named in the Retail Insiders top 100 Retail Movers & Shakers list for several years consecutively and the British Vogue Online Fashion 100. Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world's leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling 100 Practical Ways to Improve Customer Experience (which was shortlisted for the Business Book of the Year Awards 2019) and his new book, The Power of Customer Experience. A successful entrepreneur, following his career in the consumer sector, he founded and scaled a global ecommerce and digital consultancy, Practicology, to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company Pattern. Today, he is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, a board advisor to Clearpay, a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.
Inhaltsangabe
Chapter - 00: Introduction;
Chapter - 01: Put the customer first: if you don't, someone else will;
Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share);
Chapter - 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services;
Chapter - 04: How to be disruptive in your own business;
Chapter - 05: The role of the store and its new footprint;
Chapter - 06: We live in a hyper-local world where mobile is key;
Chapter - 07: Organizational design to put the customer first;
Chapter - 08: Cultural change - must be top down and bottom up;
Chapter - 09: Less about corporate, more about social responsibility;
Chapter - 10: Retail as a service;
Chapter - 11: Winning the hearts and minds of customers in international markets;
Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws;
Chapter - 14: Strategic social media and its importance to the whole organization;
Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience;
Chapter - 16: The rise of the 'ations' in driving differentiation;
Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management;
Chapter - 18: So where do you start to transform your business?;
Chapter - 19: 100 practical ways to improve customer experience;
Chapter 00: Introduction; Chapter 01: Put the customer first: if you don't, someone else will; Chapter 02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter 04: How to be disruptive in your own business; Chapter 05: The role of the store and its new footprint; Chapter 06: We live in a hyper local world where mobile is key; Chapter 07: Organizational design to put the customer first; Chapter 08: Cultural change must be top down and bottom up; Chapter 09: Less about corporate, more about social responsibility; Chapter 10: Retail as a service; Chapter 11: Winning the hearts and minds of customers in international markets; Chapter 12: Customer centric marketing communications; Chapter 13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter 14: Strategic social media and its importance to the whole organization; Chapter 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter 16: The rise of the 'ations' in driving differentiation; Chapter 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter 18: So where do you start to transform your business?; Chapter 19: 100 practical ways to improve customer experience;
Chapter - 01: Put the customer first: if you don't, someone else will;
Chapter - 02: Marketplaces and disruptors are eating your lunch (taking your market share);
Chapter - 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services;
Chapter - 04: How to be disruptive in your own business;
Chapter - 05: The role of the store and its new footprint;
Chapter - 06: We live in a hyper-local world where mobile is key;
Chapter - 07: Organizational design to put the customer first;
Chapter - 08: Cultural change - must be top down and bottom up;
Chapter - 09: Less about corporate, more about social responsibility;
Chapter - 10: Retail as a service;
Chapter - 11: Winning the hearts and minds of customers in international markets;
Chapter - 13: A new framework for the marketing mix: the Customer Mix or 6Ws;
Chapter - 14: Strategic social media and its importance to the whole organization;
Chapter - 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience;
Chapter - 16: The rise of the 'ations' in driving differentiation;
Chapter - 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management;
Chapter - 18: So where do you start to transform your business?;
Chapter - 19: 100 practical ways to improve customer experience;
Chapter 00: Introduction; Chapter 01: Put the customer first: if you don't, someone else will; Chapter 02: Marketplaces and disruptors are eating your lunch (taking your market share); Chapter 03: Removing friction from the customer's journey: getting the basics right in travel, retail, food and beverage, leisure and financial services; Chapter 04: How to be disruptive in your own business; Chapter 05: The role of the store and its new footprint; Chapter 06: We live in a hyper local world where mobile is key; Chapter 07: Organizational design to put the customer first; Chapter 08: Cultural change must be top down and bottom up; Chapter 09: Less about corporate, more about social responsibility; Chapter 10: Retail as a service; Chapter 11: Winning the hearts and minds of customers in international markets; Chapter 12: Customer centric marketing communications; Chapter 13: A new framework for the marketing mix: the Customer Mix or 6Ws; Chapter 14: Strategic social media and its importance to the whole organization; Chapter 15: The impact of AI, augmented virtual reality, machine learning and voice on customer experience; Chapter 16: The rise of the 'ations' in driving differentiation; Chapter 17: Understanding customer behaviour: turning data into actionable insight and the key drivers for customer relationship management; Chapter 18: So where do you start to transform your business?; Chapter 19: 100 practical ways to improve customer experience;
Rezensionen
"The vital importance of customer-centricity is an enduring business truth. Newman and McDonald's book creates a contemporary perspective on how businesses can embrace this goal in new ways. Typically, their ideas are hugely practical and straightforward for organizations to implement." David Wild, CEO, Domino's
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